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Head of Customer Experience Lead

2 months ago

West Midlands Combined Authority, United Kingdom Jaguar & Land Rove Full time
Job Title: Head of Customer Experience

We are seeking an experienced and innovative leader to join our Customer Experience team as Head of Customer Experience. This role will be responsible for leading the development and implementation of customer experience strategies across our digital channels and physical contact centre.

About the Role:

This is an exciting opportunity to join a newly formed team within the UK National Sales Company, which is at the forefront of our company's transformation to be brand-led and customer-centric. As Head of Customer Experience, you will be responsible for managing the end-to-end journey mapping for all processes within the Customer Experience Department, overlaying the E2E data flow and interface governance at a high level, and working closely with the UK Retail Network to deploy new journeys and enhance current ones.

Key Responsibilities:
  • Develop and implement customer experience strategies across digital channels and physical contact centre
  • Lead the development of end-to-end journey maps for all processes within the Customer Experience Department
  • Overlay the E2E data flow and interface governance at a high level
  • Work closely with the UK Retail Network to deploy new journeys and enhance current ones
  • Define the overall loyalty strategy for the UK market and detail it further for deployment across channels
  • Develop and devise a channel strategy across instore, online, and app for the deployment of initiatives
  • Liaise closely with Brand Teams, Comms, and Insights teams to receive and understand briefs to create CX-level briefs
  • Define customer segmentation for the customer journey and overlay tonality of messaging to the client across channels
  • Manage Level 1 KPIs across the CX Department
  • Continuously liaise with Global CX counterparts to enable the provision of assets from Global teams to deploy journeys
  • Be responsible for overall program management of all initiatives and projects running across the CX Department
Key Performance Indicators:
  • Brand NPS
  • Customer Satisfaction (CSI/CSAT)
  • Customer Journey Friction Score
  • Customer Effort Score
  • Customer Consent and Preference Percentage
  • Budget Management
What You'll Need:

To be successful in this role, you will need:

  • Experience in customer journey design and mapping
  • Ability to understand the bigger picture and think outside the box
  • Good understanding of user experience and customer journeys
  • Good understanding of end-to-end automotive sales processes
  • An understanding of FCA rules in relation to distance selling
  • Ability to explain detailed concepts in a simple way
  • Ability to create long-lasting relationships with the Retail Network
  • Experience of data-driven design and overall data flow governance
  • Ability to influence others, up to and including senior leaders
  • Experience of working in a matrixed management environment
  • Previous experience managing a team of direct reports
  • Good attention to detail while retaining awareness of overall strategic direction
  • Excellent problem-solving skills
Personal Profile:

We are looking for an individual who:

  • Demonstrates our Creators' Code behaviours of Customer Love, Unity, Integrity, Growth, and Impact
  • Has a customer-first mindset and is easy to do business with, making people feel special, driven to deliver experiences that are personalised, transparent, and dependable
  • Is results-driven, demonstrates tenacity, drive, and perseverance, with the ability to deliver in a complex, highly demanding environment
  • Is resilient, energetic, and enthusiastic, able to deliver results under pressure, while responding constructively to challenging new ideas and inputs
  • Can challenge existing thinking in a positive way while building credibility and trust through experience and personal style
  • Is an effective communicator, able to tailor their style and messaging depending on the audience
  • Can make quick decisions and learn from mistakes
  • Is an effective team player, actively leading, developing, and supporting team members
About Jaguar Land Rover:

We are passionate about our people and offer a range of benefits, including access to select luxury vehicles, membership of a competitive pension plan, private medical cover, and a performance-related bonus scheme. This role may offer the opportunity for hybrid working, where you can split your time between working from home and in the office.